Service Level Agreement - Hosting

We provide many services to our clients. One of those services is managed hosting. Below is our Service Level Agreement. Currently, we host all of our client sites on a dedicated server. This is our SLA for that server and our managed support service.

HOSTING

Our stripped down SLA

We firmly believe that your websites, email and databases should always be protected against unscheduled outages. Our commitment to you is that every effort will be made to keep your sites online.

This isn’t an empty promise:
Our servers are built to be highly robust. And we have a great team supporting that technology.

We’ll credit your next invoice with the equivalent of 1 day’s hosting fee for each 60 minutes of unscheduled downtime (up to 100% of your Recurring Fee). It doesn’t matter why.

Any time your website is offline or not functioning as a result of a failure in our systems, data center, or network is considered downtime, and we begin counting from the minute you open an incident report with our support team.

That’s it — we’ve designed our SLA to be ultra-simple. Please note that the SLA does not cover coding or configuration errors on your part, and like all hosts, we may schedule occasional maintenance windows that will affect the availability of some services. We’ll post notification of scheduled maintenance before it happens, and since we operate clusters of servers, maintenance that causes downtime should be rare.

That’s it. Plain and simple. We keep your sites up or you get money back. And we don’t like to give money back.

RESPONSE TIME

Lots of folks ask “What kind of response time do you you have?”

As for support tickets – we typically answer all support tickets (94% of them) within 24 hours. And over 80% of our helpdesk ticket get answered within 8 hours.

Here’s what our average stats look like for the last 30 days (these stats are pulled from our Zendesk, our helpdesk system) :

Average Response Times